Patient Specialist educating patients on home monitors and providing support at IronRod Health. Handling call volume and managing client accounts in a healthcare setting.
About the role
- Customer Success Manager managing strategic accounts for Eptura, a leader in worktech solutions. Driving measurable outcomes and fostering long-term partnerships with clients.
Responsibilities
- Manage a portfolio of approximately 10–14 strategic accounts, developing deep knowledge of each customer’s business, objectives, stakeholders, and success criteria.
- Serve as the primary post-sale owner for assigned accounts, accountable for overall customer health, retention, and growth.
- Build strong, multi-threaded relationships with customer stakeholders, including senior and executive leaders, and effectively navigate difficult or high-stakes conversations when required.
- Own and consistently execute Eptura’s Strategic Customer Success Rhythm, including: Regular Cadence customer meetings, Executive-facing Success Plans as living documents, Quarterly Executive Business Reviews, Growth and Risk Signals.
- Partner with customers to define, track, and measure business outcomes, ROI, and value realisation from Eptura solutions.
- Drive product adoption and expansion by aligning Eptura capabilities to customer goals, initiatives, and evolving needs.
- Identify and communicate opportunities for cross-sell, upsell, and broader platform adoption, in partnership with Sales and Account Executives.
- Proactively monitor customer health, engagement, and risk signals to identify potential churn or underperformance early.
- Be a facilitator in escalations in line with Eptura’s formal escalation framework, coordinating Support, Product, Professional Services, Renewals, and leadership as required.
- Work closely with Account Executives and Renewal Specialists to support renewals, forecasting accuracy, and long-term account strategy.
- Ensure accurate forecasting, renewal intent, and account status are maintained in our CS CRM.
- Maintain a high standard of operational discipline across all systems, ensuring clear visibility into account health, risks, and opportunities.
- Identify patterns and recurring themes across your accounts to inform product feedback, enablement needs, and Customer Success improvements.
- Actively contribute to global Customer Success initiatives, enablement programs, success storytelling, and continuous improvement efforts across the CS organisation.
Requirements
- Customers consistently realising measurable value and outcomes from Eptura solutions
- Strong net retention, renewal performance, and account growth
- Predictable execution of the Strategic Customer Success Rhythm
- Clear, executive-level communication—internally and externally
- Are deeply customer-centric and focused on long-term partnership and value, not short-term tasks
- Have proven experience managing a strategic book of business in Customer Success
- Bring strong executive presence and are comfortable engaging, challenging, and influencing senior customer stakeholders
- Balance relationship-building with structured, data-driven execution
- Are comfortable with change and enjoy adopting new processes, tools, and ways of working
- Think strategically, but execute operationally with consistency and attention to detail
- Strong understanding of Customer Success as a discipline, including retention, growth, adoption, and value realisation
- Demonstrated experience with CS platforms and data sources such as Planhat, Gainsight, Totango, ChurnZero, and Salesforce
- Solid grasp of Customer Success metrics including Net Retention, Gross Retention, NPS, and Health Scores
- Excellent analytical skills, including strong Excel capabilities
- Experience working in B2B SaaS or enterprise software environments
- French and/or German language skills are a plus.
Benefits
- 25 Days Holiday
- Additional Company Holidays throughout year
- Contributory Pension
- Life Insurance (DIS)
- Flexible Work Options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer Success Specialist at GeoVictoria ensuring effective platform use and customer satisfaction. Engaging clients in Santiago, Chile to foster relationships and promote growth.
Customer Success Manager overseeing strategic accounts at Rhapsody. Responsible for customer retention and satisfaction in healthcare IT.
Customer Success Manager responsible for existing customers in a SaaS environment, driving adoption and ensuring long - term customer relationships through onboarding and optimization.
Customer Success Advisor guiding clients through challenges and needs in the online world. Providing technical and customer support while receiving quality onboarding and training.
Entry - level role supporting effective customer success plans and fostering strong customer relationships at Ideagen. Collaborate with cross - functional teams for onboarding and retention activities.
Assistente de CRM supporting marketing strategies by operationalizing campaigns in CRM for customer engagement and retention. Driven to enhance customer journeys and base growth through diverse campaigns.
Dynamics CRM Technical Consultant role developing and supporting Dynamics 365 Sales and Marketing systems at Clarion Housing Group. Engaging with customers and ensuring systems are maintained with a focus on quality and resilience.
Clinical Success Manager at Abridge improving nursing workflows with AI. Collaborating with diverse teams to launch products that bridge clinical conversations and actionable data.
Customer Success Executive managing end - to - end experience for F&B clients. Onboarding and supporting clients for optimal system utilization in a hybrid work environment.